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Enterprise systems (CRM Systems (Business value # (increased customer…
Enterprise systems
CRM Systems
Improve
customer intimacy
Sales
Marketing
Service
capture and integrate customer data all over organization
consolidate and analyse customer data
distribute customer information to various systems
provide single enterprise view of customers
Business value
#
increased customer satisfaction
reduce direct-marketing costs
lower costs for customer acquisition/retention
increase sales revenue
Main challenges
:warning:
expense to purchase and implement
face too many changes
business process
technology
organizational learning
high switching costs
data standardization
bring :checkered_flag:
business value
Operational efficiency increasing
firm-wide information to support decision-making
enable rapid responses to customer requests
evaluate overall organizational performance
Consists
:fountain_pen:
Enterprise resource planning (ERP)
collects data from many divisions of firm for use in internal business activities
Information in a process become available to another
SCM Systems :
Planning
forecast demand
forecast demand time
optimize sourcing
Management
transportation management
warehouse management
business value
#
match supply to demand
reduce inventory levels
speed product time to market
use assets more effectively
reduce costs
increase profiability
increase sales
are used to achieve
operational excellence
:star:
Reduce costs
Increase sales
Increase customer satisfaction
features a set of integrated software modules
:red_flag:(Enterprise software)
Enterprise software
is built around business practices
Human resources
Manufacturing and production
Sales and marketing
Finance and accounting
map business processes to software processes
CRM Software
Salesforce automation
Customer service
Marketing
SCM Software
SCM Planning
SCM Execution
can explore
new technologies
:unlock:
Social CRM
incorporate social networking technologies
company social networks
customer interaction via social media
Business intelligence
flexible reporting
ad hoc analysis
"what-if" scenarios
digital dashboards
data visualization